CRM Functionality Features and Functions
This question lists some of the ways a CRM application can touch an organization and asks whether the accounting system can support this application.
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- Customer contacts
- Customer account management
- CTI (computer telephony) integration
- Time management and calendars
- Group scheduling
- Sales process management
- Contract management
- Margin analysis
- Price negotiation
- Contract pricing
- Opportunity management
- Pipeline analysis
- Sales force management
- Territory management
- Call center management
- Channel partner management
- Sales quotas and incentives
- Performance review
- Correspondence and fulfillment
- Marketing management
- E-mail/customized messaging management
- Marketing encyclopedia
- Sales scripts
- Competitive analysis
- Sales information updates
- Sales proposal generator
- Product configuration
- Predictive customer intelligence
- Sales order processing
- Customer support
- Service/RMA management
- Warranty management
- Sales expense reporting
- Dispute and problem resolution
- Sales forecasting
- Data analysis
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Customer Relationship Management Features and Functions
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